Seyco is the debt collection division of Líder Bci Servicios Financieros, a financial retail company based in Chile that serves more than 3 million clients in all regions of the country. Its main product is the Líder Bci credit card, which offers insurance, assistance services and consumer credit.
The culture of change is imprinted in the history at Seyco. From being a national tele-collection company, it became part of a multinational company. And it was integrated into a company of Banco Bci, the third largest private bank in Chile.
From debt collectors to financial advisors
Seyco wanted to innovate a business strategy in which recovery tasks were focused on consulting and collaboration.
“Today, more than debt collection, we provide financial advice to our clients. We want to collaborate with them so they can continue using our products. This is our new culture,” said Mauricio Reyes Figueroa, Digital Development and Data Strategy Manager at Seyco.
But Seyco soon discovered that its technology-based infrastructure, which ran on Aspect on-premises, hindered innovation. “We had nine different servers that produced at least three productive incidents a week, such as call cuts or system crashes,” said Reyes Figueroa.
Accelerated digital transformation
At the beginning of 2020, Seyco decided to change its contact center technology to execute its new client relationship strategy. A critical point was to find a solution that would allow a quick and smooth transition, since it could not halt operations.